Customer Service Agent

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
Job Details

We are currently seeking a skilled Customer Service Agent - IT Department to join our team at lxbfYeaa.

About the Role

The Help Desk Support Specialist will be responsible for providing exceptional technical support to employees in a fast-paced environment. The successful candidate will work closely with the IT department to resolve issues and improve overall customer satisfaction.

Main Responsibilities:

  1. Provide technical support to employees via phone calls and ticketing system.
  2. Escalate unresolved incidents or requests to the concerned team with initial diagnosis.
  3. Act as a single point of contact between employees and IT departments.
  4. Document all interactions by logging tickets on the ITSM system.
  5. Verify resolution with end-users and resolve assigned incidents.
  6. Identify priority issues and raise them to the concerned team for further action.
  7. Classify incident types and service interruptions.
  8. Categorize and record reported tickets with solutions.
  9. Respond systematically to day-to-day operational needs during changes, avoiding service disruptions.
  10. Escalate unresolved problems to higher-level support if needed.
  11. Provide solutions to end-user problems related to computer software, applications, and access.
  12. Write user manuals and technical documentation.
  13. Maintain client confidence and protect operations by keeping information confidential.
Requirements

To be successful in this role, you will need:

  • A Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field.
  • At least 3 years of experience as a Help Desk Support Specialist or Technical Support Representative.
  • Extensive troubleshooting knowledge and hands-on experience in Microsoft Windows client OS environment (Windows 7, Windows 8, etc.) and Microsoft Office Applications.


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